Customer Support Specialist

PRIMARY OBJECTIVES/JOB SUMMARY

The Customer Support Specialist is responsible for providing exceptional customer service and operational support across all company locations. This role serves as a primary point of contact for customers, ensuring a seamless customer experience from beginning to end while supporting daily business operations, billing inquiries, collections, and customer account management. 

ESSENTIAL RESPONSIBLITIES/JOB FUNCTION

• Support company initiatives focused on customer retention, operational efficiency, and service excellence.
• Answer and manage daily inbound and outbound customer calls professionally and efficiently.
• Provide outstanding customer support while ensuring all customer needs and concerns are fully resolved and followed through to completion.
• Handle customer inquiries related to billing, invoicing, account balances, and service-related concerns.
• Perform collections activities on past due customer balances in a professional and customer-focused manner.
• Utilize company SOPs (Standard Operating Procedures) to troubleshoot and resolve customer issues effectively.
• Coordinate with Sales, Operations, Dispatch, and other internal departments to support customer needs and drive revenue growth.
• Support customers across all company locations and territories while maintaining consistent service standards.
• Maintain accurate customer records, notes, and communication within company software systems.
• Learn and effectively use phone systems, Microsoft Outlook, CRM platforms, and additional company software applications.
• Assist customers with account updates, service requests, and general administrative support.
• Prioritize tasks effectively in a fast-moving industry while maintaining professionalism and accuracy.
• Escalate unresolved issues or recurring concerns to management when appropriate.
• Maintain confidentiality and compliance with company policies and procedures.
• Perform additional duties and projects assigned.

BEHAVIORS/COMPETENCIES

• Excellent verbal and written communication skills.
• Strong customer service and conflict resolution abilities.
• Ability to remain professional and composed in high-pressure or difficult situations.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize workload effectively.
• Problem-solving mindset with the ability to think critically and independently.
• Proficient in Microsoft Office Suite and CRM/customer management systems.
• Ability to work collaboratively within a team environment and across departments.
• Dependable, adaptable, and self-motivated.
• Strong data entry and administrative skills.
• Ability to maintain confidentiality and professionalism at all times.

EDUCATION AND/OR EXPERIENCE

• High school diploma or equivalent required.
• Minimum of 2 years of customer service experience required.
• Bilingual preferred.
• Experience in collections, billing support, or administrative support is a plus.